Job Summary
An insurance agency is in need of a Remote Customer Service Workforce Manager.
Must be able to:
- Oversee the scheduling, modeling, forecasting function, staff productivity, and the planning of resource allocation including identifying opportunities and deploying new strategies
- Provide analytics on trends and use data to identify drivers, while continuing to evolve Call Center structure in Business Intelligence tools that are available
- Apply innovative techniques to existing processes to optimize efficiencies and client satisfaction
Applicants must meet the following qualifications:
- Communicates effectively both internally and externally, where applicable. Includes both written and verbal communication
- Offers feedback, coaches employees appropriately, rewards employees wisely, takes mentoring role, challenges and develops employees and offers opportunity
- Takes action independently, seeks new opportunities, and strives to see projects to completion
